A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
نویسنده
چکیده
Journal of Marketing Research Vol. XXXVI (August 1999), 356–372 *Amy K. Smith is Assistant Professor of Marketing, George Washington University (e-mail: [email protected]). Ruth N. Bolton is Ruby K. Powell Professor of Marketing, Michael F. Price College of Business, University of Oklahoma (e-mail: [email protected]). Janet Wagner is Associate Professor of Marketing, The Robert H. Smith School of Business, University of Maryland (e-mail: [email protected]). The authors gratefully acknowledge the financial support of the Marketing Science Institute. To interact with colleagues on specific articles in this issue, see “Feedback” on the JMR Web site at www.ama.org/pubs/jmr. AMY K. SMITH, RUTH N. BOLTON, and JANET WAGNER*
منابع مشابه
Strategy Formulation for Service Failure Recovery, Using Mixed Research Method
The purpose of this study is to explain the strategies affecting the failure recovery in significant services which researches had previously disregarded. Since more than half of the total global wealth comes from the service sector, this study gains importance. Service failures and failed recoveries are among the leading causes of customer switching behavior from service organizations. The exi...
متن کاملThe Effect of Service Recovery on Customers’ Secondary Satisfaction in Banking Industry by Considering the Roles of Emotions
In recent years, a significant factor for success of service industry is the rate of meeting customers’ expectation and after service recovery satisfaction especially in banking system. The aim of this study is to fill the existing gaps in the marketing literature by providing a comprehensive model to examine the impacts of perceived justice on secondary satisfaction through the mediating role ...
متن کاملMobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
This research aimed at applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...
متن کاملCustomer Satisfaction with Technology Mediated Service Encounters
With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...
متن کاملCustomer Satisfaction in Digital Service Encounters: the Role of Media Richness, Social presence, and Cultural Distance
Digital technologies are increasingly used for communication between service personnel and customers. These digital service encounters bring along two changes: First, diverse digital channels such as text, audio, or video communication vary in the perceived media richness and perceived social presence of the counterpart. Second, digital channels allow service providers to employ service personn...
متن کاملThe Service Failure and Recovery in the Information Technology Services
It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for compani...
متن کامل